GOVERNMENT CONTACT CENTER NEWS - February 2006

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  • The purpose of this monthly eletter is to foster progressive front line customer support in the public sector.
  • Please forward it to others you know in help desks and call centers at all levels of Government.
  • Be sure to visit the web site for our community of practice at www.fedhelpdesk.osf.noaa.gov
  • Your comments, items for sharing, and subscription changes are always welcome at Daryl.L.Covey@noaa.gov.
  • Issue date is usually very near the first of each month.

-- COMMUNITY NEWS --

GCSC '06 Conference Program
Our annual program is set for June 14-15 at the Sheraton Crystal City Hotel in Arlington, VA. Details are linked from http://www.hthts.com/gcs.htm. This all-new version will feature the best and brightest from both public and private sectors sharing the fine points of 21st Century customer support in the public sector. If you have issues you want to see addressed in the program, email me ASAP and plan to join us!

2006 Government Customer Support Excellence Awards
Approximately 30 nominations were received from all across Government this year (see our web site for details on the nomination process). Finalists will be notified by March 15th. Winners will be announced at Government Customer Support Conference 2006 and here in the July issue.

Government Session at HDI Conference
If you will be attending the Help Desk Institute's annual conference in March, please plan to join me on opening morning for Session C-1, "Customer Support in Government Organizations." This hour-long networking session will explore today's challenges and practices in the public sector. Bring your questions and perspectives to share!

FCCS WRAP
It was great to hear about the Medicare Ombudsman program, IRS' contact center business continuity plans, the American Customer Satisfaction Index, and much more at the Federal Contact Center Symposium. Thanks to all who attended my session on Federal citizen service levels.

-- INFORMATION --

WEB SITE USER RESPONSE
-- http://www.cnn.com/2006/TECH/internet/01/17/canada.websites.reut/index.html

OPTIMIZING ON-LINE INFORMATION
-- http://colab.cim3.net/file/work/SICoP/2006-02-09/EGov%20Wiki.pdf

311 DISASTER RECOVERY
-- http://www.fcw.com/article91952-01-12-06-Web&newsletter%3Dyes

DIGITAL COMMUNITIES
-- http://media.centerdigitalgov.com/DigiCom/GT06_ExecSummary_Dig_Comm.pdf

COMPUTER CRIME
-- http://www.govtech.net/news/news.php?id=97976

KNOWLEDGE MANAGEMENT NOMINATIONS
-- http://www.e-gov.com/events/2006/km/kmaward/2006_KM_Award.htm

CITIZEN SERVICE LEVEL GUIDANCE
-- http://www.usaservices.gov/pdfs/performreport.pdf

FUTURE WORKFORCE
-- http://www.ceosforcities.org/documents/CEOsForCitiesYNR.pdf

-- OPPORTUNITIES --

Sharing -- Please email me to respond.

  • Government organizations in the DC area are needed to host tours of their contact centers and help desks following GCSC '06.
  • A Government presenter on call center consolidation with solid experience and good presentation skills is needed for the GCSC '06 program.
  • Someone who has implemented ITIL in Government is needed to share what project-oriented hurdles were encountered in doing so.
  • Please let me know how this eletter can better meet your professional needs and further our Community?
Jobs -- Be sure to check the closing date if you're interested.

-- GOOD READING --

"Keys to a Successful Survey Project," -- Dr. Fred Van Bennekom
-- http://www.greatbrook.com/survey_project_requirements.htm

-- COMING EVENTS --

IT Certification & Accreditation, Washington, February 1-2
-- http://www.potomacforum.org/

Texas State & Local IT Briefing, Austin, February 2
-- jcoe@govtech.net

Common Measurement Tool Conference, Vancouver, February 2
-- http://3etraining.ca/conference/

Call Center Conference & Demo, Austin, February 6-8
-- http://www/ccdemo.com

IT Service Management Conference, Las Vegas, February 12-15
-- http://www.pinkelephant.com

RSA Conference, San Jose, February 13-17
-- http://www.rsaconference.com

Wireless and RFID Conference, Washington, February 27 - March 1, 2006
-- http://www.e-gov.com/event_planning/cfp.asp?Conference=110

AFFIRM Fat Tuesday Celebration, Washington, February 28
-- http://www.affirm.org/

Wireless and RFID Conference, Washington, February 27 - March 1, 2006
-- http://www.e-gov.com/event_planning/cfp.asp?Conference=110

Transformation for Results, Baltimore, February 27-March 2
-- http://www.opm.gov/conference

Art of Customer Care, Atlanta, March 5-7
-- http://www.customercare.com

IT Leaders Conference, Palm Desert, March 5-7
-- http://www.premier100.com/

FOSE, Washington, March 7-9
-- http://www.FOSE.com

E9-1-1 Institute Honor Awards Gala, Washington, March 8
-- Phone: 202-292-4603

Von Conference, San Jose, March 14-17
-- http://www.von.com

Help Desk Institute Annual Conference, Nashville, March 19-22
-- http://www.thinkhdi.com

Contact Center World, Dallas, March 28-30
-- http://www.contactcenterworld.com

-- PARTING THOUGHT --

"It is true of the Nation, as of the individual, that the greatest doer must also be a great dreamer.",
-- Theodore Roosevelt

Happy Valentines Day!




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